GenAI and the Future Customer Service Experience

Generative AI (GenAI) has the potential to transform the customer service and support function, but transformation is never quick or easy. Media outlets, technology optimists and vendors have hyped the potential for rapid change in service and support, perpetuating a myth of GenAI as a cure-all with low barriers to adoption. The reality is far more challenging. Unfortunately, many leaders underestimate the resource-intensive prerequisites essential for a successful deployment. While leaders can quickly and cheaply buy into GenAI capabilities, doing so typically offers only incremental productivity gains. Worse yet, poorly designed capabilities risk damaging the customer experience. Leaders must recognize that a host of elements must be aligned before a potentially transformative GenAI use case can deliver results. Working with early adopters of GenAI, Gartner identified 11 dimensions of readiness. Join this complimentary Gartner customer service and support webinar as Gartner experts will help service leaders determine which types of use cases they are ready for and which need more organizational maturity before being pursued.

Find out how customer service and support organizations successfully deploy GenAI
Assess your organization against 11 dimensions of readiness
Evaluate your readiness for GenAI use cases